The Help Desk is piloting a new service for the campus, called Bomgar, to enable IT staff to remotely connect to a computer to resolve a problem at the time the Help Desk call is made. This connection will enable IT staff to connect to a computer either on or off campus, view the caller’s computer screen, and take over the mouse and keyboard controls if necessary.This service is completely optional, and if you choose not to use it, the Help Desk will assist you with your problem through other means.

It is important to note that even when the Help Desk staff has control of your computer, your information remains completely secure. You will be able to watch every step the Help Desk staff member is taking. Throughout the session, you maintain overriding control of your mouse, and at any time, you can click the Stop Session button to instantly disconnect the staff member from your computer. At the end of the session, Bomgar completely uninstalls itself from your computer. This means that no one can access your system again unless you choose to initiate another session at a later time. All of the data passing between your and the staff member’s computers is completely encoded, making it unreadable by any outside computer systems. We will provide a customer feedback survey, allowing you to express your level of satisfaction with the service and help us determine the success of this approach.